General mailbox that can be part of a Calling Group

[EdStray]

I have a Merlin Legend 6.0 with Merlin mail 3.0 and all the manuals. However, I've been unable to create a general mailbox that I can put in a calling group. I've created the mailbox with 18 as the Class of Service but when I call in from outside and dial the extension at the operator prompt the call is transferred to the operator. What steps or restrictions am I overlooking? Any help would be much appreciated as this telephone world is new to me.
Thanks,
Ed

 

[Pepperz]

In order to transfer, you have to go through the Legend, and to do that, you'll hve to make a "hook" or an extension on the Legend to match the mailbox extension. Here's how: renumber an adjunct to match the voice mailbox, and put the adjunct extension in the voice mail cover group.

 

[EdStray]

Thanks for the help, Pepperz. Using an extension that exists on the Legend solved the problem as I stated it, but did not provide the function I’m trying to get. Let me describe what I want to do and if someone could give me the steps to follow that may be to best way to get this done. I don’t think I need a lot of detail as like I said I’ve got the manuals. Just very new to this telephone support world.
I’m trying to setup a call center with three extensions. The caller would select the Call Center option from the main menu and be transferred to the first station. If that line is busy or logged out the call would roll to the next and then to the third. If all extensions are logged out I’d like the call to be transferred to a Voice Mailbox. I’ve got the three extensions in a group on extension 772 and a call to 772 will roll fine. It’s getting that call to a Mailbox that I’m having trouble with.
Looking forward to some help,
Thanks again,
Ed

 

[t3chhelp]

Go into the voicemail programing administrators mailbox and assign the general mailbox 9992, to autoattendant 2. You can put the message waiting light onto any extension in the phone programing. I can't remember exactly where. I am quite sure this is how you do it, it's been a long time since I have done this. If it doesn't work post a message, I can always find out.

 

[ScoTTeL]

I think if you add a non used extension to your call group. ie the ones that roll over. Use linear hunting so that the unused is at the bottom. Assign a mailbox to this extension and vola'
Maybe too simple, I don't know! Give it a try!

 

[EdStray]

Scottel; that is exactly what I thought and tried first. It just keeps ringing someplace. Maybe I don’t understand what you mean by ‘Assign a mailbox to this extension’. I did create a mailbox for the extension, do I need to add it to any place other then the call group list and what class of service should be used? I tried 18 and 7.

Phoneuser; I’m currently using Auto Attendant 2 to handle another incoming line which appears to be working fine. I could use Auto Attendant 3 but I don’t see how these two things (call group and AA3) get tied together.
I need to make sure I don’t take the phone system down while I’m trying to figure out how to get this done.
Thanks again,
Ed

 

[Guest_imported]

If you try rotary enabling the port so that maybe the calls will just roll into vm. Or if you are looking for it to go to general mailbox after a certain amount of rings if no one in the group answers then put the lead number which would be the vm mailbox # (9992) as an extension aswell and then the call should default to that mailbox.

 

[t3chhelp]

Did you create a overflow for 772, go to extensions, then overflow, overflow to 770 or what ever you voicemail hunt group is. In number based set to the number of people you want waiting in line if all agents are busy and in time based set to time you want people waiting in line before it goes to general vm. Now go to voicemail and create a mailbox for 772. Try if that will work, good luck. Post a message if this does not work.

 

[EdStray]

phoneuser,
I did exactly that yesterday morning and it worked fine. The only problem, or my lack of understanding, is that I assigned the class of service to mailbox 772 as 18. I was thinking that that would allow me to assign a mailbox owner. However, everything appeared to work except when I got to the mailbox the prompt said 'enter selection' with no instructions. I had to get on to other things so I set the Class of service to 07 and entered a greeting. Figured I'd have to read more about general mailboxes.

From 'steve paz's' Post can I assume that 9991, 9992 and 9993 can be assigned as guest mailboxes and do not have to be tied to AA1, AA2 or AA3?

Thanks to both for the info,
Ed